Provision of Technical Support and issue resolution services to Adobe's directly to key Enterprise customers, leveraging appropriate internal and external resources to bring cases to closure.
Responsible for following established processes and policies in all customers interactions and escalations.
Accountable for personal achievement against performance targets including case resolution and turnaround time, open case ageing, first contact resolution rate, and case quality and customer satisfaction.
Participation in Business Intelligence processes including taking an active role in Knowledge base document creation, incident case notes logging and recording,bug logging etc.
Responsible for ongoing knowledge and skills development and also for identifying developmental needs and addressing knowledge gaps.
Skills and Characteristics :
Technically educated to degree level with a minimum of 4 years experience in this or similar capacity.
Highly computer literate with excellent and demonstrable knowledge of technologies applicable to area of product coverage (Dependable, confident,tenacious) but also able to follow the chain of command and adhere to established practices and policies.
Excellent inter-personal skills and the ability to communicate clearly at all levels.
Bright and enthusiastic with an outgoing personality.
Excellent oral and written communication skills with an ability to influence others and gain acceptance for your ideas, sometimes in sensitive situations.
Ability to remain calm, have a flexible attitude and to work with minimum supervision.
Able to priorities tasks and manage time effectively.
Predisposition to innovative thinking.
Natural inclination to champion customer needs and willingness to advocate on the customers behalf to other groups and departments.
Ability to work flexible hours on a rotational basis to provide 24x7 support coverage.
Knowledge & Technical Skills Required
4+ years demonstrated professional experience in a technical support role.
Superior account management and customer relationship skills.
Deep understanding of Windows operating systems. Mac OS knowledge desired.
Experience using Adobe CC products from Adobe Web / Design / photography or DVAfamily.
ACE in any of the CC products would be added advantage.
In-depth understanding of Enterprise Deployment, Adobe IT tools (CCP, PRTK, AUSST,RUM), SSO & Active Directory will be preferred.
Should have advance level understanding on network proxies and deployment tools.
In-depth knowledge of any one or two of the Adobe CC apps and an understanding of product specific troubleshooting based on various issue scenarios.
Independent, self-motivated work and learning style, focused on staying current with emerging technologies.
Excellent English written and oral communications skills a must.